Automation #14: Capture Jira Issue Key/ID in a Ticket Custom Field

Automation #14: Capture Jira Issue Key/ID in a Ticket Custom Field

Hello Everyone!

This month's edition brings you a custom function to consolidate your records associated with Jira integration. Jira integration enables support engineers and R&D units to collaborate seamlessly on feature development, product improvement, and enhance support. Tracking tickets with Jira IDs helps support engineers communicate updates to customers effectively. This custom function will help you consolidate reports of the tickets associated with Jira IDs.

David, a developer, uses Jira to manage all projects related to Zylker products. Sarah is the support admin for Zylker products, leading a team of customer support engineers. For tickets requiring developer intervention, Sarah escalates them to David with a Jira ID. Although the process of resolving tickets is smooth, it becomes challenging for Sarah to get an overview of the tickets with Jira IDs handled each month. How can these tickets be consolidated in one place?

To ensure seamless integration, we propose capturing Jira issue keys using custom fields in the Tickets module. This function will fetch the bug key and update it in a custom field. Based on the Jira Bug Key, you can generate a custom report.

Prerequisites:

1. Create two custom fields:

1.1 A check-box field with your desired name to trigger the workflow.
1.2 A single field with the name "Jira Issue ID" to store the Jira Issue key/ID.
To add a custom field to the Tickets layout, navigate to "Setup >> Customization >> Layouts and Fields >> Layouts >> Access the layout." Here, you can add the custom fields.For reference, please see Adding custom fields.

2. Create a Connection

To create the connection, perform the following steps:
1. Go to Setup > Connections under Developer Space
2. Click "Create Connection."
3. Select "Zoho Desk" under "Default Services"
4. Give the connection name as "jirabugkey"
5. Under Scope below values, select
      Desk.tickets.READ
      Desk.tickets.UPDATE
6. Click "Create and Connect"
7. Click "Connect" and click "Accept"
Connection is created successfully.

To create a workflow rule and associate the custom function, perform the following steps:
1. Go to Setup, under Automation, click Workflows.
2. On the left panel, under Workflows, click Rules > Create Rule.
In the Basic Information section, carry out the following steps:
3. In the Module drop-down menu, select Tickets.
4. Enter a name and description for the rule.
5. If you want to activate the rule right away, select the Active checkbox. Else, you can create the rule and activate it later on the Rules page.
6. Click Next.
In the Execute on section, perform the following steps:
7. Select "Field Update". Under this, select the check-box field created in the prerequisite (1.1).
8. Click Next, under "Criteria", select the criteria as check-box field created is "Checked".
9. In the Actions section, carry out the following steps:
10. Click the + icon under "Action" and select "New" against Custom Functions
11. Enter a name and description for the custom function.
12. Under Argument Mapping, give a desired Method name. Map the argument as below.
    12.1 In the Argument Name field, type ticketID, and from the Value drop-down list select Ticket Id under Ticket Information.
13. In the script window, input the Custom Function you find below:
Custom Function Script:
  1. deskDomain = "https://desk.zoho.com";
  2. //Replace your zoho desk URL accordingly
  3. getTicketInfo = invokeurl
  4. [
  5. url :deskDomain + "/api/v1/tickets/" + ticketID + "/jiraIssue"
  6. type :GET
  7. connection:"jirabugkey"
  8. ];
  9. if(getTicketInfo != null && getTicketInfo != "")
  10. {
  11. jiraID = getTicketInfo.get("bugKey");
  12. jsonString = {"cf":{"cf_jira_issue_id":jiraID}};
  13. updateTicket = invokeurl
  14. [
  15. url :deskDomain + "/api/v1/tickets/" + ticketID
  16. type :PATCH
  17. parameters:jsonString + ""
  18. connection:"jirabugkey"
  19. ];
  20. }
14. Click "Save" to save the custom function
15. Click "Save" again to save the workflow.

How this Function works?

Once the agent files a new issue or links an existing Jira issue with the ticket, the agent should update the check-box field created. This will trigger the custom function, fetch the Jira issue ID, and update it in the custom field.

We hope this custom function enhances your productivity towards customer support. Stay tuned  for regular updates and insights on our automation features in this space.
 

    • Sticky Posts

    • Register for Zoho Desk Beta Community

      With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

    • Share your Zoho Desk story with us!

      Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

    • Tip #1: Learn to pick the right channels

      Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

    • Welcome to Zoho Desk Community - Say hello here!

      Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

    • Webinar 1: Blueprint for Customer Service

      With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

      • Recent Topics

      • Syncing calendar with Google Calendar doesn't work when events are sent to auto repeat

        Hi... The ZOHO CRM -- GOOGLE CALENDAR sync is broken. If I create a single event on either side, sync works, but if I create an event with auto repeat on either side it doesn't work. Furthermore, events created before the sync don't show up in the calendar.

      • Invoice status on write-off is "Paid" - how do I change this to "Written off"

        HI guys, I want to write off a couple of outstanding invoices, but when I do this, the status of the invoices shows as "Paid". Clearly this is not the case and I need to be able to see that they are written off in the customer's history. Is there a way

      • Zoho Books - France

        L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilité

      • Creating meetings from an email

        Hi. Similar to Outlook, it would be helpful if a meeting can be scheduled from an email so that the attendees need not be manually entered every time it's created.

      • Please, make writer into a content creation tool

        I'm tired of relying on Google Docs. I'm actually considering moving to ClickUp, but if Writer were a good content creation tool instead of just a word processor, I would finally be able to move all my development within the Zoho ecosystem, rather than

      • ZohoSalesIQ.Chat cannot send messages

        Chat cannot send messages. Our app implements the customer service chat window functionality by integrating the Mobilisten SDK. Recently, we encountered an issue: after successful SDK initialization and visitor registration, when the `startWithQuestion`

      • Missed chats on WhatsApp closing after one minute

        Hi, we have added WhatsApp as a channel. However, if a chat is not picked up within 2mins, the chat is marked as missed and is closed within a minute. Why are they not staying in our "missed" queue for 24 hours as per our WhatsApp preference settings?

      • Feature Request: Add Tax ID Display on Event Tickets

        Hello Backstage Team, I’ve had several clients bring up an issue regarding tax compliance when creating events. For tax purposes, they are required to show their Tax ID on the event tickets. Currently, this isn’t an option, so they have to manually generate

      • Release Notes | January 2026

        We have rolled out a set of powerful new enhancements across Zoho Vertical Studio that bring several long-awaited capabilities to your applications. These updates focus on deeper customization, smarter automation, better reporting, and improved usability

      • Email Alias: To keep emails flowing without disruption

        Email Alias acts like a nickname for a user’s primary email address, allowing multiple email addresses to deliver messages into the same mailbox. Consider the scenario where an employee manages multiple responsibilities, such as responding to sales inquiries,

      • Zoho Sites - General Feedback

        Hi Everyone-- Quick question for discussion: is it me or is working with Zoho Sites like entering the Twilight Zone? I've built many sites over the years, but this platform seems impossible. I've spent an entire day and a half trying to get a simple one-color

      • Archive Option in Conversation View

        Hello, I have a suggestion\request to add an "Archive Thread" button in conversation view of Zoho Mail. The best suggestion I have is to put an "Archive Thread" button next to the "Label Entire Thread" button in conversation view. Most users don't just

      • Collapsing and expanding of lists and paragraphs

        hello Would you ever implement Collapsing and expanding of lists and paragraphs in zoho writer ? Best regards

      • Inventory "Bulk Actions" button - add more fields to "Bulk Update > Select a field"

        Can we not get a lot more actions that are commonly used by customers into the "More Actions" button on the Inventory list? More fields listed in the Bulk Update > Select A Field? Possible Bulk update Fields Preferred Supplier ( to quickly move items

      • Bulk upload image option in Zoho Commerce

        I dont know if I am not looking into it properly but is there no option to bulk upload images along with the products? Like after you upload the products, I will have to upload images one by one again? Can someone help me out here? And what should I enter

      • Function #11: Apply unused credits automatically to invoices

        Today, we bring you a custom function that automatically applies unused credits from excess payments, credit notes, and retainer payments to an invoice when it is created. Prerequisites: Create a Connection named "zbooks" to successfully execute the function.

      • Tip #60- Exploring Technician Console: Screen Resolution- 'Insider Insights'

        Hello Zoho Assist Community! Have you ever started a remote session and felt the screen quality wasn’t sharp enough for detailed work? A new user recently explored Zoho Assist after installing the trial version and running a few initial tests. While the

      • Right Moment, Right Message, Right Operator: Never Miss a High-Intent Lead

        Ever been on a website or app, thinking “Should I buy this or not?” and suddenly a friendly message “Hi! How can I help you?” pops up at the perfect moment? That’s not luck. That’s timing done right. Engaging right visitors at the right moment, with the

      • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

        Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

      • Zoho CRM Workflow Automation: Activate & Deactivate Workflows Using API

        Zoho has now enabled: ✅ Activate / Deactivate workflows using API ✅ Schedule workflow activation & deactivation This is extremely useful for real-world automation use cases 💡 🧩 My Use Case I created a scheduled automation that: ☀️ Activates workflows

      • {Action Required} Re-authenticate your Google Accounts to Continue Data Sync

        Hello Users! To align with Google’s latest updates on how apps access files in Google Drive, we’ve enhanced our integration to comply with the updated security and privacy standards, ensuring safer and more reliable access to your data. With this update,

      • Function #53: Transaction Level Profitability for Invoices

        Hello everyone, and welcome back to our series! We have previously provided custom functions for calculating the profitability of a quote and a sales order. There may be instances where the invoice may differ from its corresponding quote or sales order.

      • Project-Based Inventory Consumption and Proforma Invoice in Zoho ERP

        While working with customers across different industries, we have identified a few functional questions and gaps that commonly arise—especially for project-based and service-oriented businesses. Many organizations, such as those in shipping, construction,

      • [Free Webinar] Zoho RPA - OCR, PDF Automation, & More

        Hello Everyone! Greetings from the Zoho RPA Training Team! We’re excited to invite you to our upcoming webinar on the latest release updates for Zoho RPA, where we’ll unveil powerful new capabilities designed to make your automation journey smarter, faster,

      • Zobot Execution Logs & Run History (Similar to Zoho Flow)

        Dear Zoho SalesIQ Team, We would like to request an enhancement for Zoho SalesIQ Zobot: adding an execution log / run history, similar to what already exists in Zoho Flow. Reference: Zoho Flow In Zoho Flow, every execution is recorded in the History tab,

      • Global Search Settings

        I'd love a way to remove some modules from being included in the global search. This would allow use to provide a better user experience, limiting the global search to only those modules that are regularly used removing any models used for background

      • Card Location in Zobot

        Hello, when using the “Location” card in a codeless builder Zobot, the behavior in WhatsApp is inconsistent. When asking the user to share their location, they can type a message, which will return the message “Sorry, the entered location is invalid.

      • Automation Series: Auto-create Dependent Task on Status Change

        In Zoho Projects, you can automatically create and assign a dependent task when a task’s status is updated. This helps teams stay aligned, ensures reviews happen on time, and reduces manual effort. In this post, we’ll walk through an easy setup using

      • Languages in Zobot

        Hello, I have found a list of supported languages for the Zobot. The information specifies the languages are supported in the following 3 features: SalesIQ supports 34 different languages in the following features. Resources (Articles, FAQs, Small Talks)

      • Composite items inside of composite items; bill of materials needed

        Hi Zoho and Everyone, I am evaluating whether Zoho Inventory will work for my small business. I grow and harvest herbs and spices but also get from wholesalers. I use all these items to make herbal teas, but also sell them as individual items on my Shopify store and Etsy. I discovered the composite item bundling and am wondering if I could get some assistance since there is no bill of materials: Our herbal company's best selling tea is a sleepytime tea. Sleepytime Tea can be purchased in three weights

      • Action required: Reauthorizing your Google account in Zoho Sign for automatic cloud backup to Google Drive

        This is applicable to users who have already configured automatic cloud backup to Google Drive. Hi there! Google has mandated reauthorization of all preconfigured third-party integrations to ensure only the necessary scopes are shared as an improved security

      • Zoho CRM Layouts

        I have customised all our modules, Leads, Contacts and deals, and within them, I have created lots of different layouts depending on the type of Lead or contact, for example. Since the new Zoho UI came out, they have all disappeared. I have gone into

      • Streamlining E-commerce Photography with AI Background Tools

        Hey Zoho Community, I’ve been messing around with ways to make product images less of a headache for fashion brands on Zoho Commerce. You know how boring generic backdrops can get, and how much time traditional photoshoots eat up, right? I tried out this

      • WhatsApp IM in Zoho Desk always routes to Admin instead of assigned agent

        Hello Zoho Experts, I connected WhatsApp IM to my Zoho Desk account. I only assigned my Customer Service (CS) agent to the WhatsApp channel, and I did NOT include Admin in this channel. However, every new WhatsApp conversation automatically gets assigned

      • hide resolution from help centre

        to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not public

      • Zoho Analytics + Facebook Ads: Performance Alerts for Active Campaigns

        Is it possible with integration of Zoho Analytics with Facebook Ads and set up alerts or notifications for active campaigns when performance drops? For example, triggering a notification if CTR goes below a defined threshold or if other key metrics (like

      • Multiple upload field CRM

        I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?

      • Sort by age

        It would be very helpful if there was a way to sort by age in the Age column. Please add this function if possible. Thanks!

      • Lookup Field Option Not Available in Customization

        Hello, I am trying to customize different modules (e.g., Work Orders, Systems, and others), but I am unable to find the Lookup field option in the layout customization. When I go to: Setup → Customization → Modules and Fields → Add Field The Lookup field

      • Scheduled sending of a poll and its results

        Is there a way to schedule sending a poll to all my users and have the results sent separately to the team?

      • Next Page